13 days ago

IT Service Desk Agent

Glencore International AG

  • Work region
  • Sector
  • Employment type
  • Position

The key responsibility of the Service Desk Agent is to ensure concise and accurate logging and management of incidents and requests reported to the Desk. They must ensure calls are resolved to the highest quality within agreed target times while meeting customer expectations. Agents spend most of their time logging and fixing first line incidents. However, the role is varied and opportunities to undertake ad-hoc tasks and project work may arise. A minimum of 18 months experience in an IT / Service Desk environment is essential. An understanding of ITIL Incident & Problem Management best practice and a background in Financial Services is required.

IT Service Desk Agent


  • Deliver best practice incident management
  • First point of contact for customer liaison and keeping customers informed of progress of incidents
  • Recording, investigating, diagnosing and resolving incidents
  • Communicating both proactively and reactively with all users and technical resolving teams
  • Maintaining awareness of service levels for all assigned incidents
  • Ensuring correct reassignment of unresolved or misrouted incidents
  • Identifying and assisting in the elimination of problems
  • Provide proactive support in order to consistently improve the ‘end user experience’
  • Effective communication, organisation and documentation skills
  • Constant self-improvement in knowledge and knowhow aimed directly at improving the Service Desk team reputation and overall IT impression

  Ideally has experience in:

  • Windows 7 / 10
  • MS Office 2013 / 2016
  • Active Directory Administration
  • Exchange Administration
  • Internet Explorer / Chrome / Firefox
  • Troubleshooting PCs / Laptops / Tablets / MFD’s
  • Remote Connectivity: RSA / VPN
  • Citrix
  • TCP/IP Troubleshooting
  • Mobile Support: BlackBerry / iPhone
  • Market Data: Bloomberg / Reuters
  • Audio/Visual: Projectors / Video conferencing / Plasma TV’s
  • Management of Anti-virus software


  • Excellent English oral and written communication skills, German is a plus
  • Educated to degree standards in IT, relevant IT accreditations (ITIL, ITSM)
  • Microsoft certifications are a plus

  Must demonstrate:

  • Proven service and support expertise
  • Customer facing, interaction skills, professional telephone manner and desk-side support
  • Customer service skills including effective listening, patience, empathy and diplomacy
  • Communication, inter-personal, team working and task management skills
  • Commitment to service improvement with a customer focused attitude
  • A high level of quality focus, with an eye for detail and accuracy
  • Confidence to deal professionally with staff at all levels in
  • the organization
  • The ability to multitask
  • Identifying new ideas for improvement
  • Quick learning skills with information retention and a good technical aptitude/ability
  • Ability to act on own initiative
  • Honest, trustworthy, a valued team member, and actively involved in achieving team objectives
  • Self-motivated with a sense of urgency


Glencore International AG
Baarermattstrasse 3
6341 Baar